Support

For all ISR products and projects, we offer professional support to ensure that your production systems have the highest possible reliability and shortest possible downtime.

• Product maintenance, the safest way to the most updated software. Always use the latest releases, versions, patches for the software you have purchased.
• Telephone support, telephone hotline to answer your questions
• ISR hours account, the discounted hours account for your personal support
• ISR eSafety manager, the perfect outsourcing solution with active problem treatment, extended standby of up to 24 hours a day, 7 days a week, a reaction time of 1.5 hours maximum, high congestion reduction and loss prevention for historical data

The ISR support will provide all current versions and patches of purchased software. You can get the software ass a download in order to quickly begin testing and changeover.

When an error occurs, you can report this by phone or e-mail to the ISR First Level Support. For the following products we offer telephone support and product maintenance:

• ISR products
• IBM Cognos Products
• IBM Informix products
• IBM FileNet products
• Support for custom-built components

Should there be a software defect that can not be resolved by the ISR second-or third-level support, it will be escalated to the manufacturer. Until the problem is solved we will provide you with a workaround so that your production is not slowed down.

We will provide you with updates throughout the service process. If you choose to, you will receive a monthly report detailing all your service requests, their status, duration and progress.

If you need assistance outside our regular business hours, we can tailor custom SLAs for you.

The ISR hours account extends the maintenance of all product areas, and covers everything not covered in the maintenance contract. These include general questions about procedures that are not related to a defect ("best practice"), plans for future systems, applying patches or new versions, and other forms of support for necessary maintenance.

The services can be used during our business hours at the price list rate (Monday - Friday 9:00 am - 17:00 pm, except for legal holidays) and outside of our business hours at an increased rate. The service is primarily by appointment, the scope includes a detailed performance history.

The ISR eSafety Manger is an out tasking or outsourcing solution that is optimally adapted to your needs. You can leave your IT systems to be run completely by ISR, upon request we will also host your servers. The operating agreement will be tailored to your wishes. In addition to monitoring your systems all administrative tasks, such as creating users, applying patches, setting up new databases, configuration works, extensions, etc., can be handled by the ISR support. Around the clock if needed.

In summary, we provide managers with these ISR eSafety services:

• Prophylactic monitoring of the customer system
• Transfer of administrative tasks on the production system
• Bottleneck analysis for failure prevention
• Detailed reporting of critical areas
• Base for investment planning
• Maintenance intervals, selectable daily, weekly or monthly
• Automatic alerts on the production system